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Hybrid AI Customer Support Engineer, Tier I

CoreWeave · Livingston, New Jersey, US, États-Unis d'Amérique · Hybrid

$99,000.00  -  $132,000.00

  • Junior
  • Bureau à Livingston, New Jersey, US
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CoreWeave is the AI Hyperscaler™, delivering a cloud platform of cutting edge services powering the next wave of AI. Our technology provides enterprises and leading AI labs with the most performant, efficient and resilient solutions for accelerated computing. Since 2017, CoreWeave has operated a growing footprint of data centers covering every region of the US and across Europe. CoreWeave was ranked as one of the TIME100 most influential companies of 2024.

As the leader in the industry, we thrive in an environment where adaptability and resilience are key. Our culture offers career-defining opportunities for those who excel amid change and challenge. If you’re someone who thrives in a dynamic environment, enjoys solving complex problems, and is eager to make a significant impact, CoreWeave is the place for you. Join us, and be part of a team solving some of the most exciting challenges in the industry.  

CoreWeave powers the creation and delivery of the intelligence that drives innovation. 

What You’ll Do:

Support is a deep part of our culture here at CoreWeave. We believe that the best way to build a great product is to listen to real users and follow their lead to shape our priorities and roadmap. In this role, you will work on a diverse set of problems in a fast-moving environment, collaborate cross-functionally with our team to support our users, and help shape our product.

Your main goal will be to quickly get answers to all user messages. Customers write in with highly technical questions, suggestions, or bug reports, and we need to give them timely responses to fulfill SLAs. Ideally, we're looking for someone with technical skills who would like to support our customer base. If you've found yourself wanting to be more external but still build programming/machine learning skills, this is the role for you.

About the role:

  • Quickly respond to all inbound support requests, including email, live chat, and community forums
  • Triage bugs and requests based on customer type and severity of issue
  • Track inbound and outbound responses to ensure contact SLAs are being met
  • Maintain a fast response time for entire user base
  • Collaborate with the engineering and product team when troubleshooting issues and providing feedback on features
  • Recognize trends in user messages to help identify areas of improvement in internal or external documentation
  • Learn Weights & Biases’ product features and build up knowledge base to resolve issues on your own

Who You Are:

  • 2+ Programming experience, from either an engineering role, a computer science degree, or personal projects
  • Python proficiency 
  • Experience using any of the following: Keras, Tensorborad, Tensorflow, Pytorch, Pytorch Lightning, Jupyter notebooks, colabs, matplotlib and other ML frameworks and tools
  • A passion for connecting with real users and enabling them to be power users of the product
  • Good organization of assigned requests to oversee timely follow-up for every message
  • Work autonomously in a self-directed environment
  • Proactively find ways to improve processes and collaborate internally
  • Answer messages with a kind, thoughtful tone that makes users feel appreciated and connected to our team
  • Interest in machine learning

Preferred:

  • Have worked in a small-stage startup previously
  • Previous experience in machine learning
  • Customer service experience in a technical SaaS environment
  • Experience in frontend frameworks
  • Experience with Docker, AWS, GCP, Azure
  • Experience with Kubernetes or other cloud infrastructures

Wondering if you’re a good fit? We believe in investing in our people, and value candidates who can bring their own diversified experiences to our teams – even if you aren't a 100% skill or experience match.

Why CoreWeave?

At CoreWeave, we work hard, have fun, and move fast!  We’re in an exciting stage of hyper-growth that you will not want to miss out on. We’re not afraid of a little chaos, and we’re constantly learning. Our team cares deeply about how we build our product and how we work together, which is represented through our core values: 

  • Be Curious at Your Core
  • Act Like an Owner
  • Empower Employees
  • Deliver Best-in-Class Client Experiences
  • Achieve More Together

We support and encourage an entrepreneurial outlook and independent thinking. We foster an environment that encourages collaboration and provides the opportunity to develop innovative solutions to complex problems. As we get set for take off, the growth opportunities within the organization are constantly expanding. You will be surrounded by some of the best talent in the industry, who will want to learn from you, too. Come join us! 

The base salary range for this role is $99,000 to $132,000. The starting salary will be determined based on job-related knowledge, skills, experience, and market location. We strive for both market alignment and internal equity when determining compensation. In addition to base salary, our total rewards package includes a discretionary bonus, equity awards, and a comprehensive benefits program (all based on eligibility). 

What We Offer

The range we’ve posted represents the typical compensation range for this role. To determine actual compensation, we review the market rate for each candidate which can include a variety of factors. These include qualifications, experience, interview performance, and location.

In addition to a competitive salary, we offer a variety of benefits to support your needs, including:

  • Medical, dental, and vision insurance - 100% paid for by CoreWeave
  • Company-paid Life Insurance 
  • Voluntary supplemental life insurance 
  • Short and long-term disability insurance 
  • Flexible Spending Account
  • Health Savings Account
  • Tuition Reimbursement 
  • Ability to Participate in Employee Stock Purchase Program (ESPP)
  • Mental Wellness Benefits through Spring Health 
  • Family-Forming support provided by Carrot
  • Paid Parental Leave 
  • Flexible, full-service childcare support with Kinside
  • 401(k) with a generous employer match
  • Flexible PTO
  • Catered lunch each day in our office and data center locations
  • A casual work environment
  • A work culture focused on innovative disruption

Our Workplace

While we prioritize a hybrid work environment, remote work may be considered for candidates located more than 30 miles from an office, based on role requirements for specialized skill sets. New hires will be invited to attend onboarding at one of our hubs within their first month. Teams also gather quarterly to support collaboration

California Consumer Privacy Act - California applicants only

CoreWeave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

As part of this commitment and consistent with the Americans with Disabilities Act (ADA), CoreWeave will ensure that qualified applicants and candidates with disabilities are provided reasonable accommodations for the hiring process, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed, please contact: [email protected].

 

Export Control Compliance

This position requires access to export controlled information.  To conform to U.S. Government export regulations applicable to that information, applicant must either be (A) a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful permanent resident (green card holder), (iii) refugee under 8 U.S.C. § 1157, or (iv) asylee under 8 U.S.C. § 1158, (B) eligible to access the export controlled information without a required export authorization, or (C) eligible and reasonably likely to obtain the required export authorization from the applicable U.S. government agency.  CoreWeave may, for legitimate business reasons, decline to pursue any export licensing process.